Investigation Officer/swyddog Ymchwilio

**Investigation Officer**

Contract Type: Permanent

Working Pattern: Full time

Working Hours: 37 hours per week

**Salary**: £33,486 - £44,625 p.a.

Location: Hybrid or remote working

Function Type: Investigations

Are you passionate about public services in Wales and ensuring that where services fall short, there is recourse through an independent complaints system?

The Public Services Ombudsman is looking to recruit Investigation Officers, whose role it is to investigate complaints from members of the public about unfair treatment or poor service through some failure on the part of devolved public bodies in Wales. The Ombudsman also investigates complaints made about Councillors within local authorities in Wales who may have breached their council’s statutory code of conduct.

As an Investigation Officer, you will focus on the most serious cases and manage a caseload of varying complexity, across a multitude of areas. Delivering a good customer experience throughout the process, you will:

- Analyse detailed information to get to and understand the heart of the complaint
- Identify and promptly obtain evidence, including witness statements
- Regularly update the complainant about the progress of the investigation
- Resolve cases through constructive engagement

**What we are looking for**
- Considerable, practical and comparable experience of managing complex cases or undertaking complex investigations, leading to proportionate outcomes, including securing evidence at the earliest possible stage of investigations
- Excellent written communication skills with significant experience of drafting complex documents to a high, professional standard
- Excellent oral communication skills with the ability to meet stakeholders in person, remotely or by telephone
- Effective case management skills with the ability to prioritise competing demands
- Proven ability of working well both autonomously and as part of a team

Applications are welcomed from a wide range of experience and expertise including those working with casework or investigation roles in professional services/public sector. The ability to communicate through the medium of Welsh is desirable but not essential.

**What’s in it for you?**
- An opportunity to make a real difference, providing justice and leading to improvements
- Variety of casework - no one case is the same
- Competitive salary and generous annual leave allowance of 32 days.
- Other benefits including: Civil Service Pension, Flexi time Scheme, Gym Membership, Cycle to Work Scheme, Health Cash Plan and

Discounted Purchase Schemes.
- Excellent on-site facilities and equipment for home working.
- Free external counselling and occupational health support.

**To apply**

**The Public Services Ombudsman is an Equal Opportunities Employer.**

**Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.**

**Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.**

**Swyddog Ymchwilio**

Math o Gontract: Parhaol

Patrwm Gwaith: Llawn amser

Oriau Gwaith: 37 awr yr wythnos

Cyflog: £33,486 - £44,625 p.a.

Lleoliad: Gweithio hybrid neu weithio o bell

Math o Swyddogaeth: Ymchwiliadau

A ydych chi yn teimlo yn angerddol dros wasanaethau cyhoeddus yng Nghymru a dros sicrhau bod modd troi at system gwynion annibynnol pan fydd gwasanaethau yn methu?

Mae’r Ombwdsmon Gwasanaethau Cyhoeddus Cymru yn awyddus i recriwtio Swyddogion Ymchwilio sy’n gyfrifol am ymchwilio i gwynion gan aelodau’r cyhoedd am driniaeth annheg neu wasanaeth gwael oherwydd rhyw fethiant ar ran cyrff cyhoeddus datganoledig yng Nghymru. Mae’r Ombwdsmon hefyd yn ymchwilio i gwynion a wnaed am Gynghorion o fewn awdurdodau lleol yng Nghymru a allai fod wedi torri cod ymddygiad statudol eu cyngor.

Fel Swyddog Ymchwilio, byddwch yn canolbwyntio ar yr achosion mwyaf difrifol ac yn rheoli llwyth achosion sy'n amrywio o ran cymhlethdod, ar draws llu o feysydd. Wrth ddarparu profiad cwsmer da trwy gydol y broses, byddwch yn:

- Dadansoddi gwybodaeth fanwl i gyrraedd a deall gwraidd y gŵyn
- Nodi a chael tystiolaeth yn brydlon, gan gynnwys datganiadau tyst
- Rhoi'r wybodaeth ddiweddaraf yn rheolaidd i'r achwynydd am gynnydd yr ymchwiliad
- Datrys achosion drwy ymgysylltu’n adeiladol

**Beth ydym yn chwilio amdano**
- Profiad sylweddol, ymarferol a chymaradwy o reoli achosion cymhleth neu ymgymryd ag ymchwiliadau cymhleth, gan arwain at ganlyniadau cymesur, gan gynnwys cael tystiolaeth cyn gynted ag y bo modd yn ystod y broses ymchwilio
- Sgiliau cyfathrebu ysgrifenedig rhagorol gyda phrofiad